Return Policy

Because we are committed to your shopping satisfaction, we offer a 30-Day Money-Back Guarantee* on our products. If you are not satisfied with your purchase for any reason, return the product(s) to us within 30 days, and we will issue you a refund. Unlike other online retailers, we do not charge outbound shipping fees, and most of our products are not subject to restocking charges.** The only cost you will incur is the cost of shipping your purchase back to us. To act on our guarantee policy, simply follow these steps:

Fill out a return request form within 30 days of your purchase or call us at (800) 934-9194 to get a return authorization number.
Once you secure a return authorization number, we will e-mail you instructions for shipping the product back to us. (You are responsible for the cost of return shipping).
Send your product back to us within 2 weeks of receiving your return authorization number. (The shipment must be postmarked within this timeframe.)
Upon receiving the product, we will inspect it to ensure that it is in good condition for resale, approve the product(s), and process your refund.

Product Exchanges

In addition to returns within 30 days of a purchase, you can use our online return request form to exchange a product that arrives damaged or defective in some way. Alternatively, you can call us at (800) 934-9194 24 hours a day, 7 days a week with your exchange request. Once we receive your information and approve it, we will send you an e-mail with a return/exchange authorization number and complete instructions for your exchange.

Holiday Return/Exchange Policy

We know the holidays can be hectic. That’s why we’re extending our return and exchange period for purchases you make at Sylvane during the holiday season. All purchases made between November 15th and December 25th may be returned by January 4th or 30 days after your date of purchase – whichever is later.

Please contact us with any questions you have about our return policy. We are more than happy to assist you.

*Products must be returned undamaged with all original manuals, registration cards, accessories, box, outer carton and packing material. If a product is returned damaged or with missing items, we reserve the right to assess a restocking fee up to the full value of the purchase, depending on the items damaged or missing. Returns will not be accepted without a return authorization number. Once a return has been authorized and return instructions provided to the customer, the items must be returned postmarked within 2 weeks. Special freight deliveries (those not delivered via UPS or FedEx) must be visually inspected at the time of delivery and any damage noted on the signed bill of lading or the delivery should be refused.

Additional shipping charges due to customer special delivery requests (next-day delivery, international, etc) are not refundable. The first day of the 30-day return period is the day the customer receives item(s). If a delivery is refused or undeliverable to the address that is provided, the customer will be charged actual shipping and brokerage charges incurred on both outbound and return shipment.

** Items sold as open box or refurbished via our clearance center are exempt from our return policy and are final sale. The following products/brands are also exempt from our return policy and are subject to the restocking charges indicated below:

Select industrial equipment: Phoenix, Movincool, CFM Vacuums (70%)
Select Bedding: Royal Pedic: 10% within the 14-day trial period; (70%) after the trial period is over
All Other Bedding: 70% restocking fee
Select Water Purifiers: BlueAir: (50%)
Neti Pots: 70% restocking fee